Care Team Operations for Environmental Services release notes
Summarize
Summary of Care Team Operations for Environmental Services release notes
The Care Team Operations for Environmental Services application in ServiceNow supports reporting and fulfilling facility-related issues within Healthcare Operations. The Australia release introduces enhancements, including conversational AI capabilities and improved security features, aimed at streamlining case creation and management for support departments such as healthcare IT, biomed, facilities, and environmental services.
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Key Features
- Now Assist in Virtual Agent: Enables care team members to create support requests conversationally via Care Team Portal or Care Team Mobile. The virtual agent interacts using clarifying questions to ensure complete and accurate case intake, leveraging AI agents specifically designed for case intake and creation workflows.
- Case Creation AI Voice Agent: Allows cases to be created conversationally over the phone, enhancing accessibility and ease of use for care team members. This requires the Care Team Operations plugin for the relevant case types to be installed.
- Security Enhancements: The release introduces granular read-only field protections within the ServiceNow AI Platform, adding a “readonlyoption” field with settings such as “strictreadonly” and “clientscriptmodifiable.” These backend changes improve instance security while maintaining backward compatibility and flexibility.
- Role Improvements: Feature administrators now have permissions to complete tasks previously restricted to administrators, improving operational efficiency.
- AI Platform Licensing Tiers: Three licensing tiers—Foundation, Advanced, and Prime—offer varying levels of AI capabilities, from basic insights to autonomous AI workflows, allowing customization based on organizational needs.
Activation and Upgrade Information
- The application is available through the ServiceNow Store and must be requested for installation.
- Upgrading to the Australia release requires attention to new read-only field security settings; customers should consult provided knowledge base articles for guidance on adjusting configurations.
Related Applications
- Healthcare Operations Core: Provides foundational support for Care Team Operations by automating hospital workflows and integrations with service departments.
- Care Team Mobile: Delivers a mobile interface for care teams to easily report issues to support departments, complementing the Environmental Services application.
The ServiceNow® Care Team Operations for Environmental Services application contains case types to report and fulfill facilities issues as part of Healthcare Operations. Care Team Operations for Environmental Services was enhanced and updated in the Australia release.
Care Team Operations for Environmental Services highlights for the Australia release
- Use the conversational abilities of Now Assist in Virtual Agent in Care Team Portal or Care Team Mobile to create requests for support departments.
- Leverage the Care Team Operations Case Creation AI voice agent enables to create cases conversationally over the phone.
- Care Team Operations for Environmental Services has received security enhancements in the Australia release.
See Care Team Operations for Environmental Services for more information.
Important information for upgrading Care Team Operations for Environmental Services to Australia
The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.If you have the feature administrator role you can now complete tasks that were initially reserved for users with the broader administrator role.
Care Team Operations for Environmental Services features
- Create support requests using Now Assist in Virtual Agent
- Create support requests for healthcare IT, biomed, facilities, or environmental services departments through Now Assist in Virtual Agent conversationally. This workflow resolves missing or unclear details through clarifying questions and validates the request using the Care team operations case Intake and Care team operations case Creation AI agents and is available in Care Team Portal and Care Team Mobile.
- Care Team Operations Case Creation Voice AI agent
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The Care Team Operations Case Creation AI voice agent enables care team members to create cases conversationally over the phone.
Note:For the Care Team Operations Case Creation AI voice agent to create cases, the Care Team Operations plugin for cases of that request type must be installed.
- Australia Patch 1
- ServiceNow product tiers
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
Activation information
Install Care Team Operations for Environmental Services by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.